Service Delivery Policies & Protocols

To promote clarity, efficiency, and mutual accountability, Web and Writer has established the following policies and protocols regarding client and staff interaction. These guidelines are designed to ensure smooth project execution and effective collaboration between all authorized parties.

  1. Client Onboarding

The client is required to complete the client onboarding form within five (5) business days of service engagement. This form is essential for the timely commencement of services and to ensure we can effectively meet your needs.

Failure to complete the onboarding form within this timeframe may result in delays in the start of services or, in some cases, the loss of services. If the client fails to complete the onboarding form and services are delayed or lost as a result, the client will be entitled to an 80% refund of any paid monies or deposits. The 20% retention is to cover administrative costs and any preparatory work already performed. If the client is unable to complete the onboarding form within the specified time, we encourage them to notify us promptly. We may be able to extend the deadline in certain cases, such as for extenuating circumstances. This retention shall be considered a reasonable estimate of administrative and preparatory costs incurred and not a penalty.

  1. Point of Contact

Only individuals listed as authorized contacts on the onboarding form may provide directives, make requests, or approve deliverables related to the project. Inclusion on the onboarding form signifies that the General Manager has granted that individual a specific level of authority to act on behalf of the organization. The level of authority must be clearly designated using the drop-down menu and, if needed, further detailed in the comment section of the onboarding form. Any directives or approvals from individuals not listed or not properly authorized on the form will not be recognized.

  1. Task Submission Policy
  • All website updates, maintenance requests, or change submissions must be submitted through our designated Monday.com board and group.
  • Email and text messages are not accepted for task submission and are only to be used for general communications or clarifications.
  • Submissions made outside of Monday.com will not be tracked or guaranteed to be actioned.

Task and Project Management Software Training
Web and Writer will provide up to three (3) thirty-minute training sessions to assist the client in becoming familiar with the task and project management software used for collaboration (typically monday.com or a similar platform). The client agrees to complete the first two sessions within the first thirty (30) days of onboarding. The third session may be scheduled at any time during the term of the agreement. The client also agrees to encourage their team or designated users to independently explore and review the platform to supplement the training provided.

  1. Payment Policy
  • Prepayment Requirement: All clients are required to prepay for services using one of the following payment methods:

    • a. ACH Transfers (Preferred)
       Payments are due quarterly or annually in advance.
    • b. Online Invoicing (Credit/Debit Cards)
       Subject to an additional 2.9% + $0.30 processing fee, which will be included in your invoice total.

  • Monthly Payments
    Website hosting, security, and software maintenance plans are available for monthly payments. These payments are due on the 1st of each month and must be made in advance via the client portal on webandwriter.com and may be subject to an additional processing fee of 2.9% + .30 when paid online.

  • Late Payments
     Payments not received within 15 days of the due date will incur a $150 late fee. Services may be paused or suspended until the account is brought current.
  1. Service Availability & Client Responsibility
    Services are provided for the paid period only, and fees are non-refundable and non-prorated, except under the following specific circumstances:
  1. Service Failure: If Web and Writer fails to provide the agreed-upon services due to technical issues, internal errors, or non-performance on our part.
  2. Termination by Web and Writer: If Web and Writer terminates the agreement before the end of the paid period for reasons unrelated to the client’s breach of contract, a pro-rated refund may be issued for any unused services.
  3. Legal Requirements: In the event that local, state, or federal law mandates a refund for services paid in advance, Web and Writer will comply with such legal requirements.

Website Hosting, Security, and Software Maintenance Plans: These services, which are billed independently of any other agreement or package, may be prorated for unused portions, but fees remain non-refundable unless a refund is required under applicable law.

It is the client’s responsibility to request and assign tasks within the active service period. If the client does not utilize the services during the paid period, no refund or proration will be issued for those services.

6. Content Management Policy

  • Monthly Allotment Usage: The monthly content update allotment includes both website changes and written content edits. This allotment is non-transferable and does not roll over into the next month. Unused updates or edits expire at the end of each calendar month.

  • Covered Updates May Include:

    • Text updates
    • Image replacements
    • New website page additions
    • Minor design modifications
    • Written content revisions (e.g., correcting or rewriting page copy)

  • Additional Work: Any major redesigns, custom development, or extensive content creation may require additional fees. These will be quoted and approved in advance before work begins.
  1. Project Timelines & Deadlines
  • Task due dates set by Web and Writer are designed to keep projects on schedule.
  • If the client does not meet these deadlines (e.g., providing necessary materials, submitting content, or reviewing deliverables), the assigned work may go unfulfilled.
  • It is the sole responsibility of the client to complete their part of the process by the due date.
  • Web and Writer does not issue reminder notices for outstanding items or approvals.
  1. Turnaround Times
    To ensure timely project execution and client satisfaction, the following turnaround times apply to tasks and digital newsletter drafts:
  • General Task Requests
     Most task requests are completed within one to three business days from the date of submission.

For all other turnaround times (Website builds, Digital and Print Newsletters, Flyers and Promotional Deliverables), see the respective policies: Custom WordPress Site Policy & Process Overview, Terms of Service: Communications Management & Strategy, Vendor Relations Policy.

  1. Client Communication Expectations
  • Status Updates: Clients will receive status updates on ongoing projects at key milestones or intervals. Regular updates will be provided via email or Monday.com, depending on the nature of the project.

  • Urgent Updates: Urgent updates or changes to timelines will be communicated immediately to ensure alignment.

  • Communication Channels: All project-related communications should be conducted through Monday.com, which serves as the official platform for tracking tasks and providing updates. Email and text messages should only be used for clarifications or general inquiries, not for task requests.

  • Client Feedback: Clients are expected to respond to requests for feedback, approval, or additional information within the timeframes outlined in the Turnaround Times section.

  • Responsibility to Check Monday.com: It is the General Manager’s or their assigned staff member’s responsibility to check the Monday.com boards and their Monday.com notifications regularly. We recommend downloading the Monday.com app to ensure consistent communication and updates.

  • Non-Responsibility for Client Delays: If the client or their staff does not meet the deadlines or respond to the communications or requests of a Web and Writer representative, it is not our duty to push them or notify them multiple times. It is the client’s responsibility to stay on track.
  1. Revisions Policy
  • Included Revisions: Each project includes a set number of revisions as part of the initial agreement. Typically, two revisions are included, with the exception of flyers. Flyers are provided with one design revision only.

  • Website design includes unlimited revisions during the Initial Design Review and six (6) revisions during the Second Review phase and 0 revisions after the final approval. (See Revision Policy, Customized WordPress Theme Site Agreement).

  • Scope of Work: Revisions should be directly related to the scope of work already agreed upon. All revisions must be completed within the original project timeline.

  • Additional Revisions: After the included revisions are used, any further revisions or changes requested by the client will incur an additional fee, based on the amount of time and resources required to make the changes. These additional charges will be quoted and agreed upon before work begins.

  • Revision Requests: All revision requests must be submitted within 5 business days of receiving the previous draft. After this period, the project may be considered complete, and any further changes will be treated as new work and subject to additional charges.

  • Client Feedback: It is the client’s responsibility to submit feedback and actively participate in the feedback process. The client will only be asked for feedback once per revision cycle. Any additional feedback beyond the agreed-upon revisions will incur extra charges.

  • Scope Changes: Significant changes in the scope of work or direction that require a large amount of additional work (such as adding new features, pages, or significant content changes) may be treated as a new project and quoted separately.
  1. Automations
    Most Monday.com boards and groups will have automations assigned to them. These may include email alerts that appear to be sent from a Web and Writer representative. The client can request that automations be suspended, but they should still regularly check the Monday.com boards for task management and progress tracking.
  2. Anti-Spamming and Strategic Communication
    The client understands that spamming is defined as the unsolicited and excessive distribution of promotional or irrelevant content, typically through email or social media, to a large number of individuals who have not opted-in or expressed interest in receiving such communications. Spamming can result in negative consequences for the brand, including reduced engagement, damage to reputation, and legal repercussions under various regulations, including the CAN-SPAM Act.
  • Spamming Prohibited: Spamming is not a strategic or effective way to communicate with your residents or customers. Web and Writer will not engage in or facilitate spam on behalf of the client. The client agrees not to request that Web and Writer send unsolicited or excessive communications to their mailing lists or residents.

  • Excessive Social Media Posting: Web and Writer will also not engage in overposting on social media platforms. While it is important to maintain an active online presence, excessive or irrelevant posts can overwhelm your audience, reduce engagement, and lead to unfollowing or negative interactions.

  • Compliance with FTC Laws: The client acknowledges that spamming is prohibited under the CAN-SPAM Act (Controlling the Assault of Non-Solicited Pornography and Marketing Act of 2003) and other relevant laws regulated by the Federal Trade Commission (FTC). These laws prohibit businesses, including Homeowners’ Associations (HOAs) and similar communities, from sending unsolicited marketing messages to individuals who have not opted in. Violating these laws can result in severe fines and penalties.

Last Revised: March 15, 2025